Overview
Collect or capture all information below before opening an escalation item.
IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.
Step 1: Gather mandatory information below for ALL escalations.
- Customer Information
- Account Name
- Account Address
- Customer Name
- Phone Number
- Email Address
- Lexmark Device Machine Type/Model
IMPORTANT! Please utilize this escalation template:
[PROBLEM DESCRIPTION]
- Problem frequency
- Readily repeatable or random issue
[SETUP or ENVIRONMENT] to include:
- Number of affected devices (include Lexmark and/or non-Lexmark printers)
- New roll out or new installation
[STEPS TO REPRODUCE] [ACTUAL BEHAVIOR] [EXPECTED BEHAVIOR]
Step 2:
Gather common requirements for all Scan Apps-relatedissues.| Common Requirement | Relevance | How to obtain |
| Menu Settings Page | This document contains all the printer settings and running firmware code. | On the printer, press Menu > Reports > Menu Settings Page; or xref_FA877_xref for more information. |
| System Information (MSINFO) | This file contains comprehensive information on your computer's configuration. | For Windows Operating Systems only:  Click the Start menu > Programs > Accessories > System Tools > System Information. Click File and Save.
|
Step 3: Click on the application name to obtain additional requirements specific to your issue.
xref_FA861_xref
Lexmark Scan Center
| Requirement | Relevance | How to obtain |
| Scan Center version | Info is used for simulation and analysis. | Click the Start menu > Programs and Features for Windows 7 or Add/Remove Programs for Windows XP. |
| Printer Connectivity | Info is used for simulation and analysis. | Specify whether USB or Network connection is used. |
| Screenshots for specific error messages (if any) | Info is used for simulation and analysis. | Utilize the Print Screen feature. |
| Twain Driver logs; i.e., Twain, Scan Core, or LCS logs | Info is used for simulation and analysis. | Contact Lexmark Technical Support for assistance. |
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Lexmark Printer Home
| Requirement | Relevance | How to obtain |
| Lexmark Printer Home (LPH) version | Info is used for simulation and analysis. | Go to <Drive where software is installed>\Program Files\Lexmark\Dashboard, right-click on LX__Dashboard, and then select Properties > Details tab. |
| Printer Connectivity | Info is used for simulation and analysis. | Specify whether USB or Network connection is used. |
| Screenshots for specific error messages (if any) | Info is used for simulation and analysis. | Utilize the Print Screen feature. |
Additional logs which includes: - LPH Log
- LCS Component Log
- Scan DRS Log
| Info is used for simulation and analysis. | Contact Lexmark Technical Support for assistance. |
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Scan to Application
| Requirement | Relevance | How to obtain |
| Application version used | Info is used for simulation and analysis. | Enduser provided |
| Printer Connectivity | Info is used for simulation and analysis. | Specify whether USB or Network connection is used. |
| Screenshots for specific error messages (if any) | Info is used for simulation and analysis. | Utilize the Print Screen feature. |
USB-based Push scan logs
Note: This is required for older devices only.
| Info is used for simulation and analysis. | Contact Lexmark Technical Support for assistance. |
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Scan Profile
| Requirement | Relevance | How to obtain |
Logs Gzip | This file contains all the printer's settings and information. | xref_FA958_xref for an article. |
IMPORTANT! If your device is NOT included on the supported printers found in the article above, additional information may be requested by the support agent.
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Image Capture Application (IC
A
)
| Requirement | Relevance | How to obtain |
| System Profiler | This displays the OS X version, processor, memory information, a Software Update button, and a More Info button. | Click on the apple icon located in the upper-left corner of the Apple menu bar. Click on About This Mac. Click on More Info, and then save.
|
Logs Gzip | This file contains all the printer's settings and information. | xref_FA958_xref for an article. |
| Driver version used | Info is used for simulation and analysis. | Enduser provided |
| Printer Connectivity | Info is used for simulation and analysis. | Specify whether USB or Network connection is used. |
| Scan logs | Info is used for simulation and analysis. | Navigate to Macintosh HD/Library/Printers/Lexmark/scan/. Zip the folder.
|
| Lexmark ICA Driver logs | Info is used for simulation and analysis. | Contact Lexmark Technical Support for assistance. |
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Contacting Lexmark
If you need additional assistance, please go to the Lexmark support site, type your printer model and locate
Get in Touch with Lexmark! for contact information.
NOTE: When calling for support, you will need the following:- Name and version of the solution
- Affected printer model/s
- Printer serial number
Please be near the product/s described in this article to expedite the support process and reduce callbacks.
LEGACY ID: FA1008